Amber Reynolds
Toney,AL
Summary
Analytical Quality Control Team Lead with many years of progressive experience identifying and solving quality issues at early stages. Dedicated to team-focused problem-solving resulting in proven, consistent product launches that satisfy quality-focused customers. Accomplished technical and interpersonal leader and communicator with sound judgment and decision making skills.
Overview
15
15
years of professional experience
Work History
Quality Assurance Team Lead
Global SQ
Huntsville, AL
03.2023 - 12.2023
- Coordinated training sessions for new hires on quality assurance processes and procedures.
- Ensured all products met required specifications by performing detailed inspections and tests.
- Provided leadership, guidance and mentorship to junior members of the QA team.
- Maintained up-to-date knowledge of relevant technologies, best practices, regulatory standards and industry trends.
- Conducted regular reviews of QA processes and procedures to identify areas for improvement.
- Led cross-functional teams in identifying, analyzing, resolving and preventing product quality issues.
- Performed root cause analysis on identified defects and developed corrective action plans.
- Developed and implemented a comprehensive quality assurance program to ensure compliance with industry standards.
Senior Customer Service Coordinator
Verizon Wireless
Huntsville, , AL
05.2009 - 07.2014
- Assisted customers with billing inquiries, account changes, and other related matters.
- Created and maintained accurate documentation of all customer information.
- Provided technical assistance to customers for product installation, troubleshooting, and repair.
- Maintained accurate records of all interactions with customers in CRM system.
- Conducted regular training sessions with staff members on proper customer service techniques and procedures.
- Facilitated communication between customers, management, sales teams, and external vendors as needed.
- Developed comprehensive reports detailing customer satisfaction levels and complaints received.
- Managed a team of junior Customer Service Coordinators by providing guidance, support, motivation and coaching.
- Provided exceptional customer service to ensure customer loyalty and satisfaction.
- Analyzed data from surveys to determine trends in customer service issues.
Provider Services Representative
CVS
Toney, AL
01.2024 - Present
- Investigated any potential fraud cases reported by providers or insurers according to established protocols.
- Ensured compliance with HIPAA regulations while handling confidential patient information.
- Developed relationships with new providers by providing guidance on how to use our systems, processes, and policies.
- Analyzed reports generated from the system to ensure timely submission of claims and accurate reimbursement amounts.
- Identified discrepancies between invoices received from providers versus payments made by the company.
- Followed up with clients on outstanding documents or payments required for processing claims or services rendered.
- Maintained detailed records of client communications in the company's database system.
Education
High School Diploma -
S.R. Butler High School
Huntsville, AL05-1997
Skills
- Test case development
- Cross-functional team leadership
- Requirements Analysis
- Version control systems
- User Acceptance Testing
- Non-conformance reporting
Timeline
Provider Services Representative
CVS
01.2024 - Present
Quality Assurance Team Lead
Global SQ
03.2023 - 12.2023
Senior Customer Service Coordinator
Verizon Wireless
05.2009 - 07.2014
High School Diploma -
S.R. Butler High School
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